No the problem is that Community Managers cost money. They provide a lot of value to the customer and company, and typically it is a far better position to be in than the majority of customer service jobs. In the situation of FFXIV they basically just respond to trends and relay feedback to the company on how changes were handled.

If they had community management there wouldn't even be so much talk around Dark Knight right now. We'd probably have either a fixed Dark Knight or an idea of what the Devs are planning to do already so people can wait and not be repeating themselves for the one-hundredth time. At least assuming we are talking about ones that actually communicate via forum regularly.